Client Experience Specialist

About Us:

Doneverse is one of the world’s fastest-growing providers of Digital Marketing Virtual Assistants, supporting entrepreneurs and businesses in the digital marketing space. We believe in fostering a culture of innovation, collaboration, and respect. Our obsession is to provide exceptional client experiences and make a real difference in the businesses and clients that we support.

Job Description:

We have an exciting opportunity for a Client Experience Specialist to join our dynamic team. The ideal candidate will have a passion for enhancing client experiences, ensuring high levels of satisfaction, and driving client success. This is a mid-level senior role, based in the Philippines, focused on process improvement strategies, client retention, and referral strategies. This role will work with the Client Experience Specialist Team to support the resolution of escalations and disputes, taking learnings from these escalations to drive new initiatives across the business.

Duties and Responsibilities include but are not limited to:

• Escalation Resolution (60%): Handle escalations with the goal of resolving within KPI and providing troubleshooting support for team members.
• People Leadership (10%): Manage the day-to-day performance of the Client Experience Specialist Team, conduct quarterly performance reviews, and follow processes for recruiting, inducting, and training new staff.
• Process Management and Client Experience Improvement (20%): Review procedures and client experience pathways for improvements, analyze client data to improve the client experience, and assist in creating and reviewing policies and practices.
• Automate or Outsource Tasks (5%): Identify processes and tasks that can be handed to the admin teams and manage the training and handover of any identified tasks.
• Manage Client Success NPS (5%): Manage Net Promoter Score (NPS) surveys and response processes, consistently monitor NPS, and implement new initiatives to grow our NPS score.

Schedule:

US Time zone /other work hours (40 hours per week). Our schedules are generally fixed, allowing you to plan your life ahead of time!

Location:

Remote - 100% work from home

Qualifications and Skills:

• Minimum of 5 years of experience in a client-facing role or client experience management.
• Experience supervising others in a virtual setting.
• Strong comprehension of client service practices.
• Technical aptitude and ability to rapidly learn new software and platforms.
• Strong stakeholder management experience.
• In-depth comprehension of Outsourced Doers and The Doers Way product offerings.
• Well-developed interpersonal skills.
• Highly organized with the ability to multitask, prioritize, and manage time effectively.
• Highly developed written and verbal communication skills.
• Technical skills in CRM platforms, Helpscout Mail, Slack, Asana, Zoom, and Google Suite.
• Ability to adapt and respond to different situations.
• Handle complaints and provide appropriate solutions for resolution within 1 business day.
• Strong stakeholder management skills.

Technical requirements:

• Strong, steady internet connection (at least 25 Mbps wired connection speed)
• Backup internet connection (at least 10 Mbps connection speed)
• Webcam and headset/microphone for virtual calls.
• PC or Laptop with at least i3 10th gen or i5 8th gen processor or its equivalent for Ryzen or higher with at least 4 GB (32-bit or 64-bit) of RAM, 1 GB free disk space minimum and DirectX Version: DirectX 9 graphics device with a WDDM 1.0 driver or equivalent or,
• Macbook or Mac unit with OS Catalina or higher as the operating system, model should be 2015 i3 9th gen or higher with at least 4 GB RAM and 1 GB free disk space.

What We Offer:

• Competitive base salary
• Financial Performance-based Incentives
• 100% Permanent Work from home with fixed schedules
• On-the-job training
• Engagement activities
• Health Insurances and benefits (such as HMO)
• Access to special offers and employee assistance programs

How to Apply:

Interested candidates are invited to apply by submitting their resume via our Careers Portal. Doneverse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Please note: Only shortlisted candidates will be contacted.

We look forward to receiving your application!